[Freeswitch-users] Help needed regaridng Contact Center solution

x.liu x.liu at hw.ac.uk
Tue Aug 21 21:30:25 MSD 2012 

Hi g & Dario,

Many thanks for your suggestions and explanations! Very helpful!

I should have made my scenarios clearer in the first place:
My agents are IVR apps which have registered to FS and are always 
available unless they are answering calls.


Cheers,
Xing


On 08/20/2012 05:32 PM, g wrote:
> Thanks Dario. You gave the answer I would like to do.
> Liu, You can avoid agents dialing extensions to login/logout/pause, but at
> least they have to click on some web app to let the system knows they are
> available.
> Another option is to let the system considerthem always available even when
> the softphones are'nt registered. If you set a correct distribution criteria,
> the unregistered softphones are skipped in a round robin distribution, as the
> agents were not logged in. But in this case, forget about statistics on drops,
> presence, waiting time on queue etc.
> g
>
> On Monday 20 August 2012 09:06:42 Saugort Dario Garcia Tovar wrote:
>> mmm,
>>
>> You think that the agent is dialing an extension. It is not what is
>> happening. The agent is dialing a number that invoke a mod_callcenter
>> function: login/logout/not ready. As FS is like a pbx (and more than a
>> pbx), it seems like an extension.
>>
>> Just, registrer to FS is not enough. What happen when the agent need to
>> go the restroom, take coffee, couching, or take a break? Then, you will
>> need to reproduce in the agent gui the funcion of login, logout and
>> break... but again, what happen if your agent gui fail? your callcenter
>> service will stop because your gui fail? Also, if you just use register
>> signaling, you could face a wide sort of operational issues like, what
>> happen if the agent left the position and left the their seats: then
>> calls will be routed to empty seats!
>>
>> If you want to get the agent login/logout without the agent dial
>> nothing... if I am not wrong, mod_callcenter offer functions to log and
>> logout agent from fs console, so I think you can invoke them using
>> execute() from lua or your script.
>>
>> On 8/20/2012 7:30 AM, x.liu wrote:
>>> Hi g,
>>>
>>> Thanks for your response!
>>>
>>> My situation is that I don't want the agent to dial the extension to be
>>> able to accept calls.
>>> The agents (e.g. a FS softphone client, or a Java application) just need
>>> to register to FS as SIP clients.
>>>
>>> And I've not figured out what commands I should send if I use extension
>>> "^agent-login$" and FS socket.
>>>
>>> So I guess I may be better not to use mod_callcenter for routing calls
>>> to different extensions.
>>> just to use FS ESL and my own logics to bridge the calls.
>>>
>>> I was curious about the reply "You don't need agent to dial anything to
>>> get the call from queue... "
>>> and I thought my question is relevant to the thread, so I asked
>>> questions in this thread.
>>> Apologies for that. I could have opened a different thread for the
>>> questions :-)
>>>
>>> Cheers,
>>> Xing
>>>
>>> On 08/20/2012 11:53 AM, g wrote:
>>>> You can log an agent into a queue by a web application in which a
>>>> button click handles commands via the FS socket, or just let the
>>>> agent dial an extension (i.e. 999+itssoftphonenumber) where dialplan
>>>> sets that agent in the correct state.
>>>> ie (replace agent_login regex into something like 999201 if your agent
>>>> is 201)<extension name="agent_login">
>>>>
>>>>      <condition field="destination_number"
>>>>      expression="^agent-login$">
>>>>
>>>>        <action application="set"
>>>>        data="res=${callcenter_config(agent set status>>
>>>> ${caller_id_number}@${domain_name} 'Available')}" />
>>>>
>>>>        <action application="answer" data=""/>
>>>>        <action application="sleep" data="500"/>
>>>>        <action application="playback"
>>>>        data="ivr/ivr-you_are_now_logged_in.wav"/>  <action
>>>>        application="hangup" data=""/>
>>>>
>>>>      </condition>
>>>>
>>>> </extension>
>>>>
>>>> <extension name="agent_logoff">
>>>>
>>>>      <condition field="destination_number"
>>>>      expression="^agent-logoff$">
>>>>
>>>>        <action application="set"
>>>>        data="res=${callcenter_config(agent set status>>
>>>> ${caller_id_number}@${domain_name} 'Logged Out')}" />
>>>>
>>>>        <action application="answer" data=""/>
>>>>        <action application="sleep" data="500"/>
>>>>        <action application="playback"
>>>>        data="ivr/ivr-you_are_now_logged_out.wav"/>  <action
>>>>        application="hangup" data=""/>
>>>>
>>>>      </condition>
>>>>
>>>> </extension>
>>>>
>>>> The important thing is tha the agent is, somehow, putted in
>>>> "available"
>>>> status. You can also do it via fs_cli, but now I can't remeber the
>>>> exact
>>>> syntax for that. Help from cli should clarify.
>>>>
>>>> At this point, the agent should result in "waiting" state
>>>> Of course, you should before declared that agent as member of a tier
>>>> or, at least, of a queue.
>>>>
>>>> Hope it helps
>>>> g
>>>>
>>>> On Friday 17 August 2012 14:48:04 x.liu wrote:
>>>>> I am also trying the mod_callcenter. What I want is to route a call
>>>>> to
>>>>> one agent ( a registered FS client, e.g. a SIP softphone)
>>>>> of a list of agents by a Random or RoundRobin policy.
>>>>>
>>>>> When I dial the extension which calls the callcenter app, I only
>>>>> have
>>>>> hold-on music. It does not route a call to a agent.
>>>>> You said " You don't need agent to dial anything to get the call
>>>>> from
>>>>> queue. ",
>>>>> I am wondering how I could let an agent log into the queue?
>>>>>
>>>>> Thanks!
>>>>>
>>>>> Xing
>>>>>
>>>>> On 08/17/2012 01:56 PM, g wrote:
>>>>>> Me too, I'm often dealing with callcenters (inbound+outbound). I
>>>>>> found
>>>>>> in
>>>>>> Freeswitch the easyest solution to manage queue and agents. I'm
>>>>>> not a
>>>>>> programmer, but I have experience with Asterisk, Freeswitch and
>>>>>> the
>>>>>> whole
>>>>>> workflow of complex callcenters.
>>>>>> My suggestion too is to use mod_callcenter. Easy, fast, powerful.
>>>>>> You
>>>>>> don't need agent to dial anything to get the call from queue.
>>>>>> In my opinion, you can use that module or, for more complex things
>>>>>> (ie. outbound predictive) you can use the socket manager to
>>>>>> perform  call placement, call transfer, conference with
>>>>>> thirdy-part recording  IVR etc.
>>>>>> I feel the best solution, also if it will require some effort for
>>>>>> a Java programmer, is to do all that in php, which is light and
>>>>>> fast also for older PC, able to run also with thin-client low
>>>>>> memory low-cpu machines. If you can plan to turn to php and you
>>>>>> don't have too short time, I can consider to help for the
>>>>>> Freeswitch part.
>>>>>> giuliano
>>>>>>
>>>>>> On Thursday 16 August 2012 17:10:33 Nitin Tomer wrote:
>>>>>>> Hi,
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I am working on a Contact Center solution. It will support mail,
>>>>>>> chat
>>>>>>> and call queries.
>>>>>>>
>>>>>>> The requirements are:
>>>>>>>
>>>>>>> 1. An end-customer calls, the call is handled by FreeSWITCH Auto
>>>>>>> Attendant. 2. Customer is presented with a menu and makes
>>>>>>> selection.
>>>>>>> His call is put on hold and an entry is made in my system's
>>>>>>> database
>>>>>>> for incoming queries. 3. These queries are shown to agents
>>>>>>> handling
>>>>>>> calls.
>>>>>>> 4. And agent clicks on a query, he is shown an extension where
>>>>>>> call is parked. He dials that and is connected to the customer.
>>>>>>>
>>>>>>> 5. He talks to the customer and resolve his queries.
>>>>>>>
>>>>>>> Please guide me on how can do it. The application will be
>>>>>>> written in
>>>>>>> Java.
>>>>>>>
>>>>>>> I am an experienced programmers in Java/J2EE; but doesn't have
>>>>>>> much
>>>>>>> knowledge of VoIP/FreeSWITCH. I've configured FreeSWITCH on
>>>>>>> Ubuntu
>>>>>>> 12.04; and have installed X-Lite Softphones on two Windows
>>>>>>> machines.
>>>>>>> I configured these phones to work with FreeSWITCH and they are
>>>>>>> working fine.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> I think that I'd have to use Valet Parking to park customer's
>>>>>>> call on
>>>>>>> an
>>>>>>> extension, then pass that extension to agent who will dial it
>>>>>>> and will be connected to the customer.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Please tell me whether this approach will work? And how should I
>>>>>>> go
>>>>>>> about it.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> All help would be much appreciated.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Regards
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Nitin
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